Five9, a top provider of intelligent customer experience solutions, has launched Five9 Fusion for Epic, a new integration with Epic Systems, one of the most widely used electronic health record platforms around the world. This integration brings advanced contact center features directly into the Epic system, helping healthcare organizations offer quicker, more connected, and personalized care to patients without making the agents’ work more complicated.
As a major player in the Contact Center as a Service industry, Five9 has created a fully native and standards-based integration that has been approved for inclusion in Epic’s Toolbox. This major achievement was developed in collaboration with healthcare providers and thoroughly tested to ensure reliability, security, and ease of use. The integration uses API technology to let agents manage patient interactions smoothly from one screen.
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“Advancing patient engagement is no longer optional—it’s essential for delivering better experiences and more effective care,” said Andy Dignan, President of Five9. “By integrating intelligent contact center capabilities directly into Epic, Five9 is helping health systems remove long-standing access barriers, decrease administrative tasks, and create a seamless patient journey. This milestone reflects our commitment to driving innovation in healthcare communications, enabling providers to focus on what’s most important: delivering exceptional care experiences at scale.”
Five9 Fusion for Epic improves workflows by combining communication tools with Epic’s EHR in a single platform. Agents no longer need to switch between multiple applications, which allows them to respond to patients more quickly, handle authentication easily, and provide a smoother overall patient experience. Some key features of this integration include automatic screen pops that show important patient details immediately when a call comes in, helping agents deliver faster and more personalized service without switching between screens.
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Agents can also make outbound calls with just one click directly from Epic modules like Cheers, Cadence, or Resolute, which increases speed and reduces dialing errors. Additionally, the integration includes built-in controls for HIPAA-compliant call recording, allowing agents to pause and resume recordings during sensitive moments like payment discussions, protecting patient privacy and ensuring regulatory compliance without complicated manual steps.
By meeting Epic’s recommended standards for contact center solutions, Five9 Fusion opens new opportunities for healthcare providers to upgrade their patient communication while making full use of their existing Epic investment. This integration marks a meaningful step toward more efficient, patient-centered healthcare communication systems.
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